From QA chaos to a complete quality overhaul in only 10 weeks
With over 13 million shoppers visiting its site every month, our client is the number one online marketplace in its industry. Despite the fact that their industry took a major hit in the recent economic downturn, this company has continued to perform well.
When the client first approached us, their IT arm was facing almost every possible quality problem associated with product delivery:
- High defects
- Low customer satisfaction
- Recall/rollback of products
- Missed business intent
- Unmet specifications
- Inefficient processes
- Missed deadlines
- Budget overruns
Despite their best efforts, quality was continuing to deteriorate. They had an excellent team and high quality standards, but something wasn't working. Everyone assumed better testing would help, but they had not yet identified the root issues behind their problems. That’s when they brought us in to conduct a 10-week assessment.
We immediately recognized that their issues would not be solved by testing alone. There were too many fundamental flaws in the company’s overall IT management, planning, and processes. The company had talented engineers, coders, and designers, but they needed better direction. So, we took the client back to square one, addressing foundational questions about how to define and measure quality.
Our assessment included quantitative and qualitative analysis of several key projects. On the quantitative side, we measured factors such as defect counts, change requests, and requirement counts against industry benchmarks. For qualitative input, we conducted stakeholder interviews and used a standardized assessment list and scoring system.
Our client soon realized that they lacked the architecture, requirements, scope definition, and other processes needed to do good work. They could see how the effects of poor planning had snowballed in design and delivery – with constant scope changes, no requirements to trace against, and multiple defects.
In only 10 weeks, we were able to pinpoint these problems and create a clear roadmap for solving them.
By the end of our 10-week assessment project, the client fully understood the real causes of their quality issues. They now had both a strategic and tactical plan for solving them, plus the guidelines needed to measure success. We had identified opportunities for quick wins while also tackling issues that would lead to greater long-term gains. We also put in a Quality Management Office (QMO) to oversee quality assurance for the organization.
We presented a conservatively estimated $5 million business case for implementing recommended changes in QA. This can now be reallocated to other budgets or used to pursue additional revenue. We project a 25% gain in efficiency once the client has fully implemented our planning methodology. We continue to work with this client, helping create a new culture of quality throughout its IT organization.
What about you?
With all the demands of a high-growth mid-market company, it’s easy to lose sight of QA. That’s when delivery suffers and employees struggle. So, if you’re looking for ways to ensure better outcomes, let’s talk. We help with the people, process, and strategic issues that drive quality. It’s a strategy that works.
To learn more, contact us today. 1-866-553-7069.